Introduction
Understanding when to offer additional value through upsells is critical for any SaaS business. Surveys can be instrumental in revealing which users might be ready for more features, better plans, or additional services.
Objective
This article is for Product Teams aiming to refine their upsell strategy using targeted user surveys. You can uncover who is ready to upgrade and why by asking the right questions with UserGuiding Surveys.
You can find more information on implementing UserGuiding Surveys in this article.
Crafting an Insightful Upsell Survey
Set Clear Objectives Based on your Product’s Capabilities: For instance, determine if users seek more storage space, faster support, or advanced analytics.
Question Examples: “How often do you use the advanced analytics feature?” or “To what extent does the current storage limit meet your needs?”
Selectively Targeting Users
Focus on Active Users: Look at active users daily and regularly hitting the limits of their current plan. You can easily send these attributes to UserGuiding and start segmenting your users according to their activity. Alternatively, if you already sent the user IDs of those users, you can upload a CSV file to create this segment. Once you are done with creating your segments, you can easily assign the correct segment to the Survey through the Configure tab.
It’s essential to balance this targeting with the user’s experience – ensure that surveys are presented in a non-disruptive manner, respecting the user’s journey and engagement on the platform.
Carefully Pick where & when the Survey will show: Set the Page Targeting rules to show the Survey only on relevant pages (i.e., Subscription Page, Features Page). You can also set the extra display conditions to show the Survey at a time when there's a higher chance of getting a response from your audience.
Piloting the Survey for Precision
Initial Group Selection: Consider including your power users who have given feedback in the past, as they are more likely to provide detailed insights. You can easily monitor and export your old Survey responses through the corresponding Survey page on your Panel.
Refinement Example: If initial feedback indicates confusion over a question, this may be due to your chosen wording or type of question. To attain better results, reword it for clarity, such as changing “Do you need more features?” to “Which additional features are you looking to use?”
Analyzing Responses for Actionable Data
Pattern Identification: For instance, if multiple users mention needing more integrations, this could indicate a specific upsell opportunity.
Feature Request Trends: If several users request a particular integration, consider bundling it into a higher-tier plan.
Tracking Outcomes and Adapting
Conversion Rate Monitoring: Measure how survey respondents convert to higher plans compared to a control group who didn’t receive the Survey. You can quickly analyze who responded to your Survey through your Users Page. You also have the option to explore each Survey through its analytics page.
Engagement Post-Upsell: Look at the usage statistics of the upgraded users to ensure they are taking advantage of the new features they now have access to.
💡 Pro tip: You can use UserGuiding Guides & Hotspots to boost the adoption of those features and track which users arrive at the correct pages.
Feedback Loop Implementation: Use the survey data to tailor the upsell messaging, such as highlighting popular requested features in your marketing materials.
Conclusion
By implementing a structured survey strategy, you can identify upsell opportunities that align closely with user needs. This approach increases the likelihood of conversion and enhances customer satisfaction by providing relevant value.